Working Effectively: Training Guide for New & Experienced Purchase Card A/OPCs

GSA SmartPay Conference Working Effectively: Training Guide for New & Experienced Purchase Card A/OPCs Robert Wilson Vice President, Citi

11 th Annual GSA SmartPay Conference Phoenix, Arizona July 28 th - July 30 th, 2009

Working Effectively: Training Guide for A/OPCs (Purchase) House Rules To ensure the best possible learning experience for participants, please adhere to the following house rules: Turn cell phones and pagers to vibrate Hold questions to end of session Must be scanned to receive CLP credits For each course Unanswered Questions Q-Cards & Ballot Boxes Answer to be emailed after the conference - within 45 days

Working Effectively: Training Guide for A/OPCs (Purchase) Goals & Objectives This session is designed to assist you in achieving the following goals: Obtain helpful information regarding the use of administrative tools Understand tool capabilities Review Citimanager.com benefits and functionality

Agenda 1. Charge Card Basics 2. Your Citi Support Teams 3. Citimanager.com 4. What Really Works 5. Operating a Successful Card Program

1. Charge Card Basics

Charge Card Basics Approving Official provides authorization to cardholder to use account 1 Citibank issues Visa/Master Card 2 Organization distributes Cards 3 Employees provide Card/ account number to merchant for payment 8 Customer Database & Limits 4 Merchant inputs or swipes card to obtain approval code 7 TSYS checks customer database & returns authorization or decline 6 Visa / MasterCard network carries data to processor (TSYS) 5 Merchant / Acquiring Bank

Charge Card Basics Levels of Transaction Detail Level 1 Merchant name Purchase date Total purchase amount Merchant category code (MCC) Level 2 Sales tax amount Customer Code/Purchase Identifier/PO# Level 3 Item quantities, unit of measure, item pricing Product codes, description Ship to zip Freight amount, duty amount

2. Your Citi Support Teams

Your Citi Support Teams Fast Facts Customer Service Web-based Tools Help Desk Client Account Services (CAS) Fraud Early Warning (FEW) Disputes Application processing and maintenance

Your Citi Support Teams Voice Response Unit (VRU) Options Customer Service: (800) 790-7206 The below options are available after entering an account number Option 1 Automated account information Option 2 Payment address and to submit an online payment Option 3 Last 5 transactions Option 4- Change Personal Identification Number (PIN) Option 5- Customer Service Collect (904) 954-7850

Your Citi Support Teams Voice Response Unit (VRU) Options (continued) Technical Assistance This option is available prior to entering 2:00 an pm account to 3:10 pm number Option 1 - System support and file delivery Help Desk Password resets Issue resolution Questions regarding: File delivery CitiDirect Card Management System Citibank Electronic Reporting System Citibank Custom Reporting System Citibank Statements and Payments Citibank Landing Page

Your Citi Support Teams Voice Response Unit (VRU) Options Client Account Services (CAS): (888) 836-5011 Know the five-digit extension of your CAS Manager Maintenance on billing accounts MCC Codes / Templates Troubleshooting Reconciliation Set-up User IDs for online systems Projects

Your Citi Support Teams Your Client Account Managers (Row 1) Michelle Clinton, Greg Chandler Shadara Reed (Row 2) Kim Bouttavong, Anida Mehicivic, Jim Radford

Your Citi Support Teams Your Client Account Managers Don Altman Tammy Campbell Michael Wilson

Your Citi Support Teams Your Client Account Managers Dan Deal Kellee Grover Rosiland Jones

Your Citi Support Teams Your Client Account Managers Ken Fudge Paula Gillon Kaylen Woodard

Your Citi Support Teams Fraud Early Warning Fraud Early Warning Fraud Early Warning Early detection/failed verification (800) 945-3114 Collect (904) 954 7850 2:00 pm to 3:10 pm

3. citimanager.com

citimanager.com Your source for Citibank Information and Forms 2:00 pm to 3:10 pm

citimanager.com Accessing Your Home Page From the home page, click on 1. Public Sector 2. U.S. Federal Government 2:00 pm to 3:10 pm

citimanager.com Key Sites 2:00 pm to 3:10 pm

citimanager.com Reference Page The Source for Guides

citimanager.com Reference Page A Closer Look at Appendix C & B

citimanager.com Reference Page A Closer Look at Appendix B 2:00 pm to 3:10 pm

citimanager.com The A/OPC Form How to Make Things Happen A/OPC Set-up 2:00 pm to 3:10 pm A/OPC Set-up / Maintenance Form - CB006 Multiple hierarchies require individual forms Complete all information Must be signed by current A/OPC Fax completed form to your CAS - (904) 954-7700

citimanager.com New Purchase Cards - Creating New Cardholder Accounts For compliance, all applications require the following information: 2:00 pm to 3:10 pm Hierarchy Plastic type Business Mailing Street Address Work Phone Number Verification Email address Credit/Single Purchase Limits (if no agency default) MCC templates (if no agency default) A/OPC name, signature, phone number, fax number Expediting new account set-ups: Applications may be processed via the CitiDirect Card Management System

4. What Really Works

What Really Works Managing Efficient, Effective Programs! Reporting tools 2:00 pm to 3:10 pm Merchant Category Codes (MCCs) Credit limits Preventing misuse and controlling delinquency Payments and reconciliation

What Really Works Program Management Tools Use Electronic Access Tools 2:00 pm to 3:10 pm Electronic Reporting System / Total Business Reporting Custom Reporting System Program Management (CitiDirect ) Citibank Online Payments and Statements

What Really Works Merchant Category Codes (MCC) Bankcard industry standard to identify merchant types 2:00 pm to 3:10 pm MCC listings are located on citimanager.com Control the authorization process

What Really Works Managing Credit Limits Agency standard credit limits 2:00 pm to 3:10 pm Reducing credit limits Restricting credit limits

What Really Works Identifying Misuse Reporting 2:00 pm to 3:10 pm MCC codes Credit Limits Close inactive cards Keep cardholder information updated

What Really Works Payments & Reconciliation Purchase 2:00 pm to 3:10 pm ACH Federal Wire Check

Working Effectively: Training Guide for New & Experienced A/OPCs Summary Provided optimal training tools for the Purchase Card A/OPC Support Contact Information Completing forms New Purchase cards 2:00 pm to 3:10 pm Reviewed What Really Works Program Management Tools Merchant Category Codes Credit Limits Remember this website www.citimanager.com/-it really works

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